Bilingual Team Lead – BMO Insurance Service Center

BMO•Toronto, ON

3d•CA$56,000 - CA$103,500

About The Position

The Bilingual Team Lead is accountable for providing leadership and oversight to a team of Customer Support Representatives responsible for delivering a consistent and high-quality client experience. This role is responsible for coaching and developing employees, monitoring performance against established service and operational standards, and ensuring adherence to defined guidelines, policies, and compliance requirements. The Team Lead supports the effective execution of day-to-day operations, contributes to the achievement of business objectives, and fosters a culture of accountability, consistency, and continuous improvement.

Requirements

3–5 years of relevant experience and post-secondary education.
Bilingual (English/French) preferred.
Previous leadership or acting leadership experience preferred.
Experience in a contact center or service environment strongly preferred.
Strong coaching, communication, and performance management skills.
Detail-oriented with a strong focus on accuracy, consistency, and compliance.
Working knowledge of travel insurance products and processes is an asset.

Responsibilities

Leads a team of Customer Support Representatives, providing coaching, mentorship, and performance management to achieve service level and operational targets.
Monitors key performance metrics (e.g., call quality, adherence, productivity) and drives continuous improvement.
Reinforces strict adherence to approved scripts, workflows, and escalation protocols.
Acts as the first point of escalation for complex or sensitive client interactions, supporting agents in resolving issues within defined guidelines.
Champions a consistent, high-quality client experience across all inbound and outbound interactions.
Conducts call monitoring and quality reviews, providing feedback to improve consistency, accuracy, and script adherence.
Identifies trends in client inquiries and works with internal teams to enhance processes and overall client experience.
Ensures all activities align with internal policies, regulatory requirements, and the defined scope of the Customer Service Representative role.
Serves as a subject matter resource on travel insurance processes, tools, and systems to support agents in delivering accurate, script-based interactions.
Supports onboarding and training of new Customer Support Representatives, ensuring understanding of scripts, workflows, and role boundaries.
Partners with training and leadership teams to maintain and improve scripts, job aids, and procedures.
Supports day-to-day operations, including queue management, workflow coordination, and issue resolution.
Contributes to team planning and execution of operational priorities aligned with business objectives.
Reviews performance data and identifies opportunities to improve efficiency, consistency, and client experience.
Builds strong working relationships with internal partners (e.g., sales, operations, training, compliance).
Completes administrative tasks such as reporting, tracking work items, and supporting operational initiatives.